Last updated: 17th December, 2023.
We want you to be fully satisfied with every purchase from Newtra Creations and understand there are times when you may need to return an item. The following policy outlines when we will accept returns, how to arrange returns, associated costs and other related information to make the process easy for you.
By placing an order with Newtra Creations, you agree to be bound by this return policy. Review this information carefully prior to making any purchases from us. Please email [email protected] if you have questions before ordering.
Items Eligible for Return
We want you to be fully satisfied with our products and will accept returns of most items within 30 days of when the item arrived, provided the below requirements are met:
Item must be in original condition, including all packaging, tags etc.
Any free promotional items included the original shipment must also be returned.
Returns must include the original product receipt or online packing slip.
Items Not Eligible for Return, We cannot accept returns on:
Products with obvious signs of damage not caused by shipping
Any item missing original packaging materials or tags
To Return an Item
To exchange or return an item, please submit a return request within 30 days of receiving your order by emailing [email protected]. Please include your order number and reason for requesting the return. We will respond within 1-2 business days letting you know we have received your request.
Once approved, we will provide you with a pre-paid return shipping label via email to affix to the package. All you will need to do is box up the item in secure packaging and attach the label. A local courier will pick up the package at your convenience and deliver to our warehouse.
Do not attempt sending returns via a courier service without our authorization or you will incur the shipping costs.
Items shipped back to us without approval may not qualify for a refund or exchange.
Refunds & Exchanges
Once we receive and inspect your return, we will process a refund or exchange within 3-5 business days. Refunds will be processed to the original method of payment used at time of purchase. Exchanged items will be shipped out as soon as they are available.
Return Shipping Costs
We happily cover return shipping costs if the return is due to our error, damaged or defective items, or incorrect items shipped.
For regular returns, the customer is responsible for any packing and pick up charges by our approved courier service to return items to us. Return shipping rates are calculated during the return approval process based on package weight and drop-off location.
We will deduct any charged shipping costs from the amount refunded to you. If an exchanged item costs less than the item originally ordered, the price difference will not be refunded.
Items purchased during a promotional or sale period are still eligible for return within 30 days of receiving your order. Price adjustments cannot be made for items that go on sale after purchase.
Items Damaged During Return Shipping
We thoroughly inspect all returns upon arrival to our facility. In the rare instance an item is damaged during the return transit, you will be notified via email including photographs detailing the damage. Depending on the severity of damage, we may request an additional damage waiver fee up to 25% of the item price in order to provide an exchange or refund.
In some situations we may determine the reason for return was due to a manufacturer defect. If there is proof of a defect and the issue is covered under the manufacturer warranty, we can return the item directly to the brand and request a replacement. This process may extend the time it takes to receive your replacement item or refund.
In the event the manufacturer does not approve the warranty claim, you may be responsible for costs incurred returning the item plus applicable taxes and fees based on your location. We do our best to clearly communicate expected resolutions and timelines throughout the warranty return process.
We reserve the right to update and change this return policy at any time. All refunds and returns will be subject to the policy in effect at time the item was purchased. Any changes made only apply to future orders placed with Newtra Creations.
Contact Our Returns Department
If you have any other questions, please contact our returns department at [email protected]. We will respond within 1-2 business days to help process your return as quickly as possible.